Chat responses feel generic and scripted, pushing users toward form capture instead of providing helpful, specific information. Users expect the chat to reference particular content, make concrete recommendations, and answer naturally, similar to an LLM experience.

Chat should deliver specific, contextual answers that reference available knowledge base content, recommend relevant resources, and maintain a conversational flow instead of forcing every interaction toward data collection.

Improves chat engagement and conversion by making the AI feel genuinely helpful rather than like a gatekeeper pushing users to fill out forms.